Lending Contact Center Representative I

EFCU Financial Federal Credit Union

Position Description

TITLE: Lending Contact Center Representative I

DEPARTMENT: Lending Contact Center

REPORTS TO: Assistant Vice President-Lending Contact Center

SUPERVISES: N/A

FLSA STATUS: Non-Exempt

Purpose:

Serves as the liaison between the member and the Credit Union. Responsible for processing loan applications and providing accurate information concerning the Credit Union’s loan products and services to the membership and potential members. Top priority is that all member interactions be handled professionally and courteously.

Duties and Responsibilities:

1. Assumes responsibility for the effective and professional performance of member service functions:

• Interview, take applications, gather information, and process preliminary documentation on loan requests. Evaluate and verify loan applications and credit criteria. Compute qualifying ratios such as loan-to-value, debt ratio, unsecured ratio, etc. Verify employment and income. Notify applicants of loan decisions. Request additional information if required.
• Communicate with members by portal, email, video, and/or phone to obtain missing documents for Lending Contact Center funding packages.
• Offer Debt Protection, Mechanical Repair Coverage (MRC), & Guaranteed Auto Protection (GAP), and any other programs offered by the Credit Union to fit the needs of the members.
• Coordinate and process loan closings. Ensure that each loan is promptly and properly prepared, documented, processed, approved, and disbursed.
• Prepare and record all documents for lien perfections and releases on titles, Uniform Commercial Code’s (UCC), and mortgages. Maintain follow-up reports and work with members to resolve lien perfection and release questions according to the Credit Union’s Policies and Procedures. Assume responsibility for follow-up on all pending lien perfections.
• Calculate terms, finance charges, and insurance on loans for proper disclosure on promissory notes.
• Ensure that lending operations are conducted in accordance with established Credit Union Policies and are legally compliant. Ensure that loan requests are properly documented.

2. Assumes responsibility for establishing and maintaining effective, professional business relations with members:

•  Resolve member requests and questions promptly, courteously, and professionally. 
•  Keep members informed of Credit Union service, products and policies. 
•  Maintain and project the Credit Union's professional reputation. 
•  Counsel members regarding money management and financial matters. Assist in counseling members whose loan requests were denied, explaining reasons and offering alternatives. 

3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area team members and team leaders.

•   Assist area team members and provide directions as needed. 
•   Keep team leader informed of area activities and significant problems. 
•   Complete required reports and records accurately and promptly. 
•   Attend meetings as required. 
•   Assist in training and cross-training of support team members

4. Assumes responsibility for related duties as required or assigned. 

•  Actively and professionally cross-sell Credit Union services and products. 
•  Meet or exceed established referral and sales goals in the areas of ancillary products, loan and deposit growth, and Debt Protection coverage.
• Stay informed regarding local and national economic conditions and legal and regulatory changes. 
•  Ensure that the work area is clean, secure, and well maintained. 

5. Maintain all Credit Union members and team members related business in strictest confidence.

6. Assist with any other duty as assigned or required in connection with the general operation of the Credit Union.

Starting pay is between $20.04 and $23.50 per hour based on qualifications and experience.

Critical Knowledge, Skills, and Educational Requirements:

• High School Diploma or equivalent.
• One year to three years of related experience in lending and/or member services with full-service financial institution and/or training; or equivalent combination of education.
• Good understanding of member services, loan services, polices, and procedures and products provided.
• Understanding of member bookkeeping procedures, related legal and regulatory standards, and required loan documentation.
• Knowledge of consumer and residential lending practices, and credit union products and services with a thorough understanding of Real Estate Lending.
• Excellent telephone etiquette, interview skills and verbal communication skills.
• Excellent written communication skills.
• Effective decision-making skills, analytical skills, and attention to detail.
• Must be dependable and reliable.
• Must pass all credit and bond requirements.
• In depth knowledge of Credit Union products and services is a plus.

Physical Requirements:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise, etc.
• While performing the duties of this position, the team member is regularly required to walk; use hands and fingers, reach with hands and arms.
• The team member consistently is required to stand and sit, view computer screen, talk and hear, and at times may lift/move up to 10 pounds.